Specialist, Business Support (6 Months Contract)

The Opportunity 
 
The Onboarding and Support Specialist, based in Malaysia, supports KYC operations and merchant support within the wider B2B Operations organization.
This role will focus on ensuring merchant-onboarding and maintenance related operational activities are completed accurately, efficiently, and in line with applicable standards. The specialist will work closely with internal teams including Commercial, Compliance, and external stakeholders such as merchants and distributors to drive KYC onboarding, remediation, account reviews, and support-related operational activities.
This is a 6-month contractor role, with the possibility of conversion to a full-time position within the wider B2B Operations organization, depending on business needs and the individual's performance.

What you'll do

KYC Operations

- Drive day-to-day KYC onboarding and periodic KYC reviews/remediation activities for partners in accordance with established processes and controls

- Review submitted KYC information and documentation for completeness and accuracy

- Coordinate among stakeholders to obtain missing or additional documentation

- Manage follow-ups to ensure KYC cases progress within agreed timelines

Publisher Support

- Respond and resolve publishers’ queries on onboarding, compliance, and finance processes through internal collaboration with subject matter experts, in a timely manner and with a high degree of customer satisfaction

General and Cross-Functional Collaboration

- Work closely with internal teams (such as commercial and compliance) to support onboarding and support deliverables

- Create and maintain relevant reports, documentation, trackers, and records to support deliverables

- Ensure appropriate handoff and follow-through for issues requiring action from other teams

- Provide clear and timely updates to stakeholders on the status of requests, queries, and issues

- Identify recurring issues and opportunities to improve reporting accuracy, process efficiency, and turnaround time, and support the implementation of process improvements

- Support the implementation and maintenance of new onboarding and support processes and controls

What you'll bring

- Based in Malaysia and able to work effectively with regional and global stakeholders.

- Strong written and verbal English communication skills. Mandarin is preferred but not required.

- Highly organized with the ability to manage multiple queries and follow-ups simultaneously.

- Strong attention to detail and ability to work accurately with sensitive business and customer information.

- Strong sense of ownership and ability to follow cases through to completion.

- Strong communication and stakeholder management skills.

- Ability to work with structured processes and compliance/finance requirements.

- Strong analytical and problem-solving skills.

- Ability to work independently while knowing when to escalate cases or seek guidance.

Bonus if you have

- Experience in KYC, customer onboarding, compliance operations, account servicing, or partner operations is preferred.

- Familiarity with KYC processes, customer due diligence, and regulatory compliance requirements.

- Experience handling documentation review and customer information validation.

- Experience in fintech, payments, e-commerce, digital services, or related industries is an advantage.

- Experience working with CRM, ticketing, case management, or workflow tools is beneficial.

- Strong spreadsheet and data management skills are an advantage.

We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.
 
Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!